service recovery

Service recovery refers to the actions taken by a business to rectify a situation when a customer experiences a service failure or dissatisfaction. It involves identifying the problem, acknowledging it, and offering solutions to restore the customer’s trust and satisfaction. Effective service recovery can turn a negative experience into a positive one, potentially enhancing customer loyalty. This might include apologies, compensation, or corrective actions. Overall, service recovery is about making things right and ensuring customers feel valued, which is crucial for maintaining a strong relationship between the business and its customers.